Carlos Monroy

Experience

• 

  Genpact

  Apr 2015 - Oct 2016

  Fraud Analyst
• 

  Alorica

  Nov 2016 - May 2018

  Team Lead
• 

  24-7 Intouch

  Jun 2018 - Jul 2019

  Training Assistant
• 

  HCL Technologies

  Jul 2019 - Sept 2020

  • Remote Support Engineer

    Jul 2019 - Sept 2020

  • Remote technical support

    Jul 2019 - Jul 2019
• 

  GoTo

  Sept 2020 - now

  React to our Customer connects to assist in removing frictions, provide best practices, deliver training, and help our customers derive value from our products. Owns customer risk mitigation, takes quick action on account alerts, investigating root cause of product usage changes, negative experiences, or signs of customer growth. Engages with customer’s at risk of erosion and churn and drives retention conversations, in partnership with other internal teams. Owns outbound follow up, including OSAT Detractors and email campaign requests. Always ‘in the know’ on GoTo product updates, releases, roadmap’s and the IT Service market Effectively communicates via phone, email, and web interactions to conduct product demonstrations and feature/functionality training. Collaborate with various teams, including marketing, product development, sales, and customer support, to align strategies and ensure a seamless customer or product experience. Documents customer engagements as required within Gainsight and Salesforce.com. Show less

  • Customer Success Specialist

    Nov 2023 - now

  • Remote Support Engineer

    Sept 2020 - Jan 2024